Product Tours for Customer Success Managers
Customer Success Managers are responsible for driving retention, expansion, and overall account health. They need scalable ways to onboard new accounts, proactively surface underused features, and intervene before dissatisfaction leads to churn. Digital adoption tools let them deliver personalized guidance at scale without being bottlenecked by one-on-one calls.
Challenges Customer Success Managers Face
Spending too much time on repetitive onboarding calls that cover the same walkthrough every time
Accounts churning because they never discovered features that would have solved their core pain
Difficulty identifying at-risk accounts before it is too late to intervene
No systematic way to scale success playbooks across a growing book of business
Goals Produktly Helps Achieve
Reduce time-to-value for new accounts by automating the initial onboarding experience
Proactively drive feature adoption to increase product stickiness and expansion revenue
Identify friction and dissatisfaction early through in-app sentiment signals
Scale high-touch success playbooks without proportionally growing the team
How Product Tours Empowers Customer Success Managers
Automate repetitive onboarding walkthroughs
- Replace live onboarding calls with self-serve product tours and checklists that guide every new user through setup at their own pace, freeing CSMs to focus on strategic conversations.
Proactively surface underused features
- Trigger contextual smart tips and tooltips when users are in a workflow where an advanced feature would help, preventing the I-didn't-know-that-existed problem.
Detect dissatisfaction with NPS and micro-surveys
- Run recurring NPS checks and targeted micro-surveys to catch drops in satisfaction before they escalate to churn conversations.
Communicate product improvements to retain accounts
- Use in-app announcements and changelogs to keep accounts informed about fixes and improvements they requested, reinforcing that their feedback is heard.
Track account health through engagement data
- Monitor checklist completion and tour engagement per account to build a data-driven picture of activation and health that complements your CRM data.
A Day with Produktly as a Customer Success Manager
A Customer Success Manager begins the day by checking which newly onboarded accounts have completed the setup checklist and which are stuck. They send a personalized message to stalled accounts and review NPS responses flagged as detractors. After lunch they update the onboarding tour to include a step for a feature that was shipped last week, knowing it will automatically reach every future account without scheduling another training session.
Frequently Asked Questions
How does Produktly help Customer Success Managers reduce churn?
Produktly gives CSMs multiple early-warning signals: NPS scores collected in-app, micro-survey responses on specific features, and engagement data showing which accounts are not completing key workflows. Combined with proactive tours that re-engage underactive users, CSMs can intervene before dissatisfaction becomes a cancellation request.
Can I create different onboarding experiences for different customer tiers?
Absolutely. You can build separate tour and checklist sequences for each plan tier, persona, or use case, then target them using user attributes or segments. Enterprise accounts might see a comprehensive multi-step checklist, while self-serve users get a streamlined quick-start tour.
How do in-app guides work alongside live onboarding calls?
They complement each other well. You can use tours and checklists to handle the mechanical setup steps and basic feature education, then reserve live calls for strategic alignment and complex configuration. Many CSMs also embed tours as follow-up resources after a call so users can revisit the steps independently.
Start Using Product Tours Today
Join thousands of customer success managers who use Produktly to drive better outcomes.
Start free trialOther Features for Customer Success Managers
Announcements
Announcements for Customer Success Managers
Checklists
Checklists for Customer Success Managers
Feedback Widgets
Feedback Widgets for Customer Success Managers
Smart Tips
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Tool Tips
Tool Tips for Customer Success Managers
Roadmaps
Roadmaps for Customer Success Managers
NPS Widgets
NPS Widgets for Customer Success Managers
Micro Surveys
Micro Surveys for Customer Success Managers
Changelogs
Changelogs for Customer Success Managers
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